Head of L3 Technical Support Engineer

Description At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge storage platforms that redefine performance, reliability, and cyber resilience at scale. We are looking for a manager to lead our group of Enterprise Storage Technical Support. As the leader of the Development Support organization, you will be responsible for driving operational excellence across the teams, ensuring effective resolution of critical customer issues, and partnering closely with R&D to address complex technical challenges. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives. Responsibilities Lead and develop multiple global technical teams through their managers. Own the resolution of critical customer escalations and complex technical issues. Drive operational excellence, process improvements, and global alignment. Partner with R&D, Product, and Customer-facing teams to improve customer outcomes. Ensure high levels of customer satisfaction and service delivery. Provide leadership, coaching, and strategic direction to managers and senior technical contributors. Prioritize resources and initiatives to maximize business impact Requirements Proven experience leading managers and global technical teams. Strong background in enterprise storage, Linux, networking, and customer support organizations. Experience managing complex customer escalations and cross-functional initiatives. Strong leadership, communication, and stakeholder management skills. Ability to drive organizational change, process improvements, and operational excellence. Technical knowledge of SAN/NAS storage, Linux administration, and enterprise infrastructure. Experience with virtualization, containers, scripting, or backup technologies – an advantage. The position requires a willingness to work during weekends and holidays when needed About Infinidat Infinidat’s enterprise storage portfolio provides global Fortune 500 enterprises and service providers with best-in-class solutions for primary storage, next-generation data protection, disaster recovery, business continuity, and cyber resilience. Infinidat’s acclaimed InfuzeOS is the one of the most flexible and complete enterprise software-defined storage architectures in the industry. We recently announced powerful enhancements, an extensive expansion, and the dynamic evolution of our award-winning G4 enterprise cyber and AI storage solutions! Not only did Infinidat win over 40 awards in 2025, but was named a Gartner® Peer Insights™ Voice of the Customer Award for Primary Storage for the 7th time!